Consumer Contact Center Professional I 9:00A-6:00P MTWF/Sat 10:00A-4:00P 9:00A-6:00P MTWF/Sat 11:00A-5:00P

We connect great people to great opportunities. Discover a career in banking at Fifth Third Bank.

About the role

Handles telephone calls providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer the customer's question or solve the problem. Educates the customer about Bank products and services, and up-sells and cross-sells other products based on the customer's needs. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, ensuring actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Responsibilities

• Handles customer calls in a professional, courteous manner.
• Provides accurate information to the customer and explains products and policies clearly.
• Handles some complex customer inquiries in areas of expertise.
• Makes every effort to answer the customer's question or solve the problem during the call without transferring the customer to another employee or department.
• When follow-up is required, completes it within the timeframe committed to the customer.
• Educates and converts the customer to different or additional self-service channels wherever possible.
• Consistently offers more cost-effective service channels.
• Follows departmental policies and procedures, particularly regarding customer confidentiality.
• Accurately enters or confirms customer information into various systems; initiates and/or completes proper request forms in assisting customers.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• Suggests improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Performs any other duties assigned.
• Continually learns and develops knowledge of Bank products and services.

Requirements

• High school education or equivalent.
• Ability to perform data entry and basic computer skills.
• Ability to understand and respond to customer inquiries in one or multiple product categories.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Previous customer service or call center experience preferred.
• Excellent telephone communication skills.
• Ability and willingness to learn about Bank products and services.
• Good problem-solving skills.

Schedule

• Monday, Tuesday, Wednesday, Friday: 9:00 AM – 6:00 PM
• Saturday: 10:00 AM – 4:00 PM or 11:00 AM – 5:00 PM

Benefits

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities, and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day. Individual salaries within the pay grade range will vary based on factors such as role, relevant skillset, relevant experience, education, and geographic location. Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional, and social well-being.

Learn more about our benefits on the 53.com Careers page.

Location: Grand Rapids, Michigan 49546